Senior Support Engineer

Summary

Join Reddit's Corporate Technology team as a Senior Support Engineer, Operations & Support (SOS), supporting the Central and West US regions and some Asia Pacific regions. This role, based in San Francisco with at least 4 days a week on-site requirement, involves providing hands-on technical leadership, assisting customers via various channels, and collaborating with cross-functional teams. You will build and maintain support documentation, administer queues, and act as a final escalation point for critical issues. The ideal candidate possesses exceptional Mac troubleshooting skills, strong problem-solving abilities, and a passion for customer service. You will mentor junior staff and drive best practices. This position requires significant experience in end-user support and a commitment to teamwork.

Requirements

• 6-8 years experience in IT Operations or IT Support in a professional environment
• 2+ years of mentorship experience to junior team members
• Experience leading support ticket management and tracking
• Strong customer service, problem-solving and teamwork abilities
• Google Workspace for enterprise experience
• Knowledge of audio/video conferencing solutions and support
• Experience with Information Technology and Security best practices
• Excellent oral and written communication skills and customer service
• Experience communicating with vendors to manage expectations and relationships
• Ability to plan, drive, and support multiple, concurrent projects and initiatives
• Ability to participate in an on-call rotation that includes after hours and weekend support

Responsibilities

• Troubleshoot hardware and applications and provide technical support and problem-solving
• Provide timely resolution of problems and act as senior escalation point for team and customers to management
• Work cross-functionally and advocate for team across all functional groups and organization levels
• Support security standards (endpoint protection software, firewall, patching, multi-factor authentication, access)
• Maintain user accounts, passwords, data integrity, system access & security within policy
• Help manage relationships with local vendors, subcontractors and 3rd party providers
• Assist with inventory management to support operations
• Independently drive multiple end user operations projects and deliverables for the team
• Participate in evaluating, recruiting, hiring, and mentoring team members
• Work with management to set goals, and drive staff to achieve results

Preferred Qualifications

• Experience supporting a company’s IT with little or no oversight
• Experience with Identity Providers/SAML (Okta, OneLogin, Sailpoint, etc.)
• Previous experience in a rapidly growing startup environment
• Experience managing vendor relationships
• Experience with audio engineering principles and support

Benefits

• Comprehensive Healthcare Benefits and Income Replacement Programs
• 401k Match
• Family Planning Support
• Gender-Affirming Care
• Mental Health & Coaching Benefits
• Flexible Vacation & Reddit Global Days off
• Generous paid Parental Leave
• Paid Volunteer time off